Regional Technical Support Engineer - SW

Descrizione dell'offerta

Schneider Electric Software

Schneider Electric is an innovative and trusted provider of software and services that improve productivity and profitability for production, manufacturing and infrastructure industries. Our software solutions allow customers to deliver sustainable performance with flexibility and agility to address evolving market requirements.

Why join us?

First and foremost is our open approach. It's about providing an environment that encourages personal growth and recognizes and rewards success. Schneider Electric offers a clearly different employment experience than other global organizations. We don't place limits on what people can achieve.

We do this by:

· Providing an exciting and challenging environment in a respected, highly successful and growing company where success is built by the people who work here
· Being performance-oriented: developing, recognizing and rewarding a ‘can-do' approach, great performance and personal achievement
· Expecting colleagues to challenge each other and continuously seek opportunities to do things better
· Valuing people who solve problems and thrive on challenges
· Creating new opportunities for personal growth by supporting the training and development of our people
· Working collaboratively with others to achieve shared success
· Being open and transparent as an organization
· Encouraging people to make a positive contribution and express their point of view without fear
· Providing an environment in which people can shape their own career paths
· Nurturing courageous people who want to make big things happen – and providing them the environment to do it

Job Profile

This role should provide second Level Support to first level support organization belong to: Wonderware Distributors, Strategic System Integrators, Certified Application Developer and sometimes in case of escalation directly to End Users and OEM/VAR.

This role troubleshoots complex software issues (often directly on product source code), reproduces (as necessary) problems customers are experiencing, investigates and proposes workarounds, and interfaces with R&D to obtain solutions.

This role provides project implementation support as:

- Provide development guidance

- Application best practice

- Support in application and architecture design

This is a customer-facing role, responding to inquiries coming in via telephone, email, and Internet.

Principle Duties & Responsibilities

- Coverage of and response to live inbound telephone calls

- Technical troubleshooting, analysis, and diagnosis of software products issues

- Issue replication / duplication

- Product Implementation Support

- Research into complex workarounds and solutions

- Documentation of activities and findings in a case tracking tool

- Proactive contributors for knowledge transfer via technical documentation such as Tech Notes, WebEx's,

- Articles, White Papers, and Knowledge Objects

- Occasionally the position may require travel for training

- The position may require to visit a customer site for complex troubleshooting due complex issues that can impact on production and /or personnel &/or plant safety.

- The position has the responsibility to interact with Customer‘s Management and Specialists, working with Global Support Team and R&D on different time zone.

- In some specific case the role can coordinate resources during a complex troubleshooting.

- The success in solving the customer issue will allow the company to retain customer, open new business opportunity and safeguard Invensys reputation.

Primary Interfaces are both external and internal

The position interfaces to the following groups primarily:

- (External component): End-user customers as Software Specialists or Department management (IT, Operation, Production,), systems integrators, independent and wholly owned Distributors

- (Internal component): Research & Development (R&D), Product Management, Sales Management (when issue impact sales) and other Global Customer Support team members.

Note 1: Proficiency in English language (written and spoken) and mother-tongue in one of Italian, French, Spanish or German is required. Higher preference is given to candidates with the ability to work with multiple languages.

Skills & Experiences

The ideal candidate will be able to demonstrate a detailed knowledge of many, if not all, of the following.

- Strong prior experience performing technical support work and system integrator, project developer, or equivalent technical work

- Proven hands-on experience with industrial automation software products

- Proven hands-on experience with .NET Framework

Preference given to candidates with prior experience with the any of the following Wonderware products;

· InTouch 2014 or higher

· System Platform 2014 or higher

· § System Platform consists of:

o Application Server

o Historian

o Wonderware Information Server

o Historian Client

o Device Integration - OI and DA Servers

· MES 5.0 or higher or InBatch 2014 or higher

· Proven hands-on development experience with .NET Framework (2.0 or Higher)

Domain experience in one or more the following areas;

- HMI / SCADA project implementation

- PLC installation and programming

- Factory Automation

- Industrial Instrumentation

- Factory operations

- Systems Integration

- Software development

Computer networking experience:

Installation, configuration, and setup

Troubleshooting

Usage of sniffers and similar network diagnostics

Microsoft certifications (any)

Software development experience .NET framework

Software development experience with SQL languages

PC and industrial hardware experience

Troubleshooting

Configuration

Proficiency in .NET Framework (development & troubleshooting) and deep knowledge in one of Microsoft Visual Studio Programing languages is required.

Higher preference is given to candidates with the ability to work with multiple programing languages and with proven experiences on Wonderware Products

Qualifications

Bachelor's Degree in Engineering or Computer Science

Other:

- Spoken/Written English & (at least one of German, French, Spanish, or Italian) fluency

- Business and Technical writing skills

- Prior experience with Microsoft Office & OS's

- Microsoft SQL Server Administration proficiency

- A valid passport and the ability to travel internationally on relatively short notice

Salary and Benefits

This role enjoys a competitive salary and benefits depending on background and past experience.

Diversity is our heritage and our future. Be a part of it.

At Schneider Electric, Diversity & Inclusion is at the heart of our organisation, it's an integral part of our history, culture and identity. We recognise that embracing diversity unlocks innovation and creativity and fosters collaboration. We want our employees to reflect the diversity of our communities and the customers we serve. As a result, our teams are stronger to drive the company's future.

We are always open to a conversation around flexible working.

Please apply online.

Legal Disclaimer

The Schneider Electric industrial software business and AVEVA have merged to trade as AVEVA Group plc, a UK listed company. The Schneider Electric and Life is On trademarks are owned by Schneider Electric and are being licensed to AVEVA by Schneider Electric.

Profilo richiesto

Qualifications :